orchestrating automation - irpaai...algorithm to find the best solution to a query, iscrape to...

1© The Institute for Robotic Process Automation and Artificial Intelligence

A I

Making AI Walk the Talk

ORCHESTRATING AUTOMATION

Sponsored by DRYiCEby HCL Technologies


Automation has revolutionized industry and helped

companies realize increased efficiency, greater innovation,

and higher profits. Research conducted by IRPA and NTT data

shows that 70% of companies have implemented a robotic

process automation (RPA) solution, and the majority are

planning to expand their implementation.1 Clearly, RPA is a

major and growing part of the short- and long-term strategies

for most companies. However, RPA is only the beginning of

a company’s automation journey. As technology advances,

more evolved intelligent automation will allow companies to

achieve a greater level of effectiveness and innovation than

ever before.

Introduction

As enterprises realize the benefits of automation, many are

looking for new solutions that bring their automation efforts

to the next level. Automated tools that manage and execute

accounting tasks, data entry, HR, IT support, procurement

and practically every other business function are becoming

common, but many companies are finding it difficult to

coordinate these diverse solutions and maximize their

effectiveness. Simply adding more traditional automation

solutions delivers diminishing returns to the business. In

order to get more out automation solutions, it is critical that

companies begin consolidating control of automation and

making it simpler for end users to leverage in their day-to-

day tasks. RPA has already delivered significant benefits

to enterprises, but intelligent automation provides the

opportunity to extend these benefits further.

AUTOMATION ORCHESTRATION CHALLENGES

• A lack of usability – One the greatest challenges of

automation is finding solutions that are not only reliable,

fast, and effective, but also highly usable. Too often,

companies focus on the features and functionality

of a system, without considering how users will

actually interact with it. This often leads to powerful

and expensive tools that go unused. To ensure that

automation solutions deliver real value, it is important

that end-users can interact easily with them and take

advantage of their benefits. This allows companies to get

the full value from their automated solutions.

• Siloed systems – As enterprises implement a

growing number of automation solutions, it becomes

more difficult to manage, control, and use them in

collaboration. In order to create systems that work

together and cross inter-organizational boundaries, it

is important to have a centralized platform that spans

every automation solution. This allows everyone in the

enterprise to take advantage of automation, improves

the performance of automation systems, and simplifies

administration and management. It also allows the

company to develop and oversee enterprise-wide

automation goals, rather than focusing on individual

business units and solutions.

• Not focusing on outcomes – Many companies

implement automation solutions because they are

powerful or innovative without focusing on the actual

business benefits they deliver. This is a backwards

approach. Some automation solutions have intriguing

functionality, but little practical application in day-to-day

operations. New solutions should only be used if they

help to achieve a business objective. Rather than focusing

on features and performance, start with a goal and find a

solution that best helps the company achieve it.

Common automation challenges include:

|1| Survey conducted by Institute for Robotic Process Automation and Artificial Intelligence, sponsored by NTT DATA


HCL’s Cognitive Orchestrated Process Autonomics (COPA)

is a radical reimagining of the transactional automation

approach and offers full-stack automation across

services, processes and IT landscape. It helps companies

maximize the effectiveness of their automation solutions

by creating a centralized, easy-to-use platform for

enterprise-wide automation. With front, middle, and

back office solutions, COPA expands the concept

of automation, offering an automated way to help

orchestrate solutions for the business.

Its unified office approach allows solutions to

communicate and coordinate seamlessly, maximizing

productivity and innovation. It brings out the benefits

of artificial intelligence to processes across functions

that are not a part of traditional automation efforts by

combining user-friendly functionality with sophisticated

AI technologies. COPA has the ability to coordinate a

diverse range of digital transformation solutions, making

automation more usable in any enterprise.

How COPA can help you on your digital transformation journey


COPA is not just another process automation solution.

It is, instead, a centralized enterprise-wide orchestrator

of automation. This allows it to go far beyond robotic

process automation and integrate automation into

the workflow to an unprecedented extent. This allows

companies to take their automation efforts to the next

level and dramatically improve the efficiency of their

workforce.

What makes COPA unique?

1 COPA makes AI walk the talk

Most process automation offerings focus on one of two

things: executing activities for low-level tasks (walking),

but do not emphasize experience, speed, or understanding

queries (talking). COPA represents a significant departure

from this model, orchestrating these two elements and

giving it the ability to “walk the talk.” COPA is powered

by innovative A.I. modules that enable unprecedented

intelligent automation across the entire enterprise. With

the solution, users can easily communicate their needs and

have those requests initiate real action through backend RPA

solutions. This helps seamlessly integrate automation into

the workflow. When AI “walks the talk,” it helps improve the

operations of companies through enhanced user experience

across a wide range of industries and business processes.

2 COPA provides a unified office experience

COPA connects front, middle, and back office functionality,

allowing users to quickly communicate their needs and

have their requests translated into real action. This helps the

company better coordinate activity and leverage automation

more effectively. Users can apply automation to a greater

number of tasks reaching across a greater breadth of

activities.


COPA also incorporates back office RPA functionality,

connected to the front office and mid office components.

When a request is given to LUCY, the platform can direct that

request to the relevant RPA component via proprietary DRYiCE

A.I. modules and deliver information about the success of

the operation. This allows users to access a centralized, easy-

to-use interface for all RPA functionality, allowing a greater

number of employees to take advantage of automation and

use it more efficiently. COPA removes inter-organizational

boundaries and allows the front office to have a direct line of

communication to back office automation.

BACK OFFICE

3

While RPA solutions are focused primarily on cost reduction,

COPA goes far beyond this by adding real value to the

company. Innovative applications of AI and machine learning

allow companies to deploy novel solutions, services and

products, giving them an edge in the increasingly competitive

marketplace. Because it is simpler for non-technical users

and connects a wide range of disparate functions across the

entire company, COPA allows companies to gain benefits

from processes across functions that have not been part of

traditional automation efforts. This means that companies

can deploy automation in novel ways, develop new products,

services and business models and go farther on their digital

transformation journey.

COPA adds new value

COPA effectively connects front, middle, and back office

functionality.

From requests to real action

COPA’s mid office functionality is delivered by proprietary

DRYiCE A.I. modules, powered by a range of intelligent

automation technologies that act as the centralized brain

of the system. The component connects multiple systems

across the enterprise, drawing insights and taking action

by coordinating back-end components. It can perform

rapid issue resolution and response, allowing companies

to solve problems faster and maximize the efficiency of

their workforce. The solution utilizes iParse to read a ticket

and convert the parameters to the iRecommend matching

algorithm to find the best solution to a query, iScrape

to automatically read and extract documentation if the

solution is not contained in the runbook, iKnowledge to

gather and retrieve information about similar issues into a

global repository, and iUnique to identify the same or similar

tickets. All of these elements are constantly learning and

improving, allowing the solution to solve problems more

quickly and with less human input. This helps companies

improve reliability and reduce costs in the enterprise.

MID OFFICE

Automation and artificial intelligence both provide

improvements to speed and efficiency. COPA goes beyond

this by also offering a better user experience. This is

delivered by HCL’s front office component LUCY. LUCY

is an enterprise-ready cognitive virtual assistant that

combines advanced artificial intelligence, natural language

processing, and contextual awareness, allowing end users

to communicate their needs easily through Facebook

messenger, Skype, Slack, Telegram, Amazon Alexa, Google

Voice, Twillio, and several other platforms. LUCY can then

provide an answer to a question or initiate a back or mid

office process by connecting to the other COPA components.

FRONT OFFICE


Because COPA offers better user experience, more flexibility and greater cohesion than many RPA solutions, it can be applied in more

areas and used by those with minimal technical experience. From answering end-user questions to rapidly fixing IT issues, COPA

allows companies to multiply their productivity and work smarter. This can help them realize significant benefits, including reduced

costs, increased customer satisfaction, and improved utilization.

COPA use cases

COPA is built with LUCY, an AI-enabled cognitive virtual

assistant, allowing it to interface directly with end users and

communicate using natural language. This lets users access

information, make requests, and solve problems without

speaking to another person. LUCY can interface with the

mid and back office components of COPA and deliver results

directly to the user. This can significantly reduce costs while

delivering a better experience for customers.

UNIFIED CUSTOMER EXPERIENCE

LUCY, iAutomate, and RPA can work together to rapidly

solve IT issues without human intervention. Users can

submit problem tickets via LUCY, while iAutomate quickly

categorizes them, identifies the problem, and takes steps

to fix it using back-end process automation. This creates

a seamless experience for the end user, provides a faster

response than if they had spoken to IT, and improves success

rates.

IT ISSUE RESOLUTION

Many companies need to regularly provision servers and

other IT resources for new applications and services. This

can be a time-consuming process and presents many

opportunities for human error that can have a major

impact on the business. COPA allows companies to entirely

automate this process, increasing reliability and speed

while reducing costs. Users can simply ask for a new server

using LUCY. The request will then be routed to the MyCloud

component, which can automate the deployment process,

allowing virtual servers to be provisioned in as little as four

hours. This helps companies improve the scalability of their

applications, reduce wasted time, and increase reliability.

The IT team can also be freed to focus on other higher value

activities that improve the efficiency, performance, and

customer service of the organization.

IT RESOURCE PROVISIONING

COPA allows companies to multiply their activity and work smarter.

Utilization upgrade


COPA can effectively automate the internal and external order

placement process from end to end. Users, whether they are

outside customers or internal employees, can ask LUCY to

place an order for them. LUCY will then ask for any clarifying

details, create an order ticket, and route it to an RPA solution.

The RPA solution will then automatically place the order in the

company’s order system and provide feedback that the order

was successfully placed. This process offers many benefits over

traditional order placement models. It allows for complete

traceability of all transactions, reduces errors, and reduces the

need for human resources. This helps companies control costs

and deliver a better customer experience.

ORDER PLACEMENT

Data can help companies make better strategic decisions,

identify new markets, and stay ahead of the competition.

However, it is often difficult for executives to fully leverage

large datasets. Sifting through information and performing

analysis can be prohibitively time consuming. COPA

dramatically simplifies this process by offering advanced

analytics via the easy to use LUCY interface. Users can simply

ask LUCY a question and the system will access the relevant

data, perform analysis on it, and present a visualization.

Users also can gain access to AI-enabled predictive analytics

via MYXALYTICS, allowing them to foresee trends and take

proactive action.

RAPID ANALYTICS


Case Study

DRYiCE COPA enabled end-to-end automation for the world’s second

largest manufacturer ofheavy-duty trucks

HCL Technologies was approached by a

major heavy-duty truck, bus and construction

equipment manufacturer located in Gothenburg,

Sweden. A high error-rate caused by human

interaction with 14 applications, irregularities

in user authorization and a lack of visibility into

application accessibility data hampered the

client’s business productivity. These problems

were severely impacting user experience and

hurting interactions with dealers.

To address these issues. HCL recommended

implementing DRYiCE Lucy and RPA to enable

end-to-end automation for user authentication.

This would allow users to rapidly resolve issues

and speed up execution at the application level.

After implementation, the client saw an over

80% reduction in service tickets from user access

management, 100% traceability for all user role

management transactions, and a 95% reduction

in user access tickets.

SUMMARY & RESULTS

COPA in action: Case studiesCOPA has helped countless companies orchestrate their automation efforts and achieve better productivity, lower costs, and

better customer experience. From international manufacturers to small fintech companies, the COPA platform can be integrated

into almost any business. Below are two examples of COPA’s success in helping companies achieve their business goals.

Case Study

DRYiCE COPA automated over 90% of the cash reconciliation transactions for a global bank

A global banking and financial services company

located in Germany was experiencing a long

learning curve and time to market, coupled

with an inability to meet service levels and

major volume variance for cash reconciliation

transactions. These issues were primarily

caused by numerous manual touchpoints that

introduced errors, lowered visibility, and slowed

innovation.

To get help with these problems, the client

contacted HCL, asking for advice about how to

minimize the number of manual touchpoints

and reduce errors. HCL recommended deploying

smart process automation that turned most

tasks over to bots. HCL also recommended

increasing parallelism for bot tasks, allowing

backlogged work to be processed faster. With

these changes, the client was able to reduce

transaction handling time by 95% and workload

by 90%, allowing them to meet service levels

and achieve faster time to market.

SUMMARY & RESULTS


COPA is not just another RPA solution, but a dramatic

advancement in intelligent automation. It offers a flexible

platform that can be applied in many different areas, helping

to improve productivity, lower costs, and deliver innovation.

Companies looking to take their automation efforts to the

next level can rapidly realize benefits after implementing the

system. By making AI walk the talk, the platform orchestrates

high-level user experience and low-level tasks, creating a

seamless experience for internal and external end users.

Automation has the power to transform the 21st-century

enterprise, but leveraging the vast array of available solutions

and making them work together in a cohesive way can be

challenging. COPA overcomes that challenge, creating a

unified automation platform that allows everyone in the

company to take full advantage of automation. No longer

must companies overcome difficult user interfaces and

complicated integration challenges to use automation. HCL

created COPA from the ground up to address these issues

and deliver a results-oriented system that anyone can use to

benefit from the vast power of automation.

ConclusionIf you’d like to learn more about COPA and how it is

revolutionizing automation in the workplace, contact one of

our representatives or visit us online today.

The transformation solution calls for a comprehensive and

relevant ecosystem that drives business goals and metrics.

It will bring about intense collaboration between business

functions, thus breaking existing silos while leading to

compliance, adoption, and innovation. This transformation

calls for effective change management and governance across

different business and support functions, including emergent

shadow IT. The new paradigm inevitably will help the

enterprise become a leader in its respective market, leaving

the laggards behind.

http://www.hcltech.com


HCL Technologies (HCL) is a leading global IT services

company that helps global enterprises reimagine and

transform their businesses through digital technology

transformation. HCL operates out of 32 countries and has

consolidated revenues of US$ 7.4 billion, for 12 months

ended 30th September, 2017. HCL focuses on providing

an integrated portfolio of services underlined by its Mode

1–2–3 growth strategy. Mode 1 encompasses the core

services in the areas of applications, infrastructure, BPO and

engineering & R&D services, leveraging DRYiCE™ Autonomics

& Orchestration suite of products and platforms to transform

clients’ businesses and IT landscapes, making them ‘lean’ and

‘agile’. Mode 2 focuses on experience-centric and outcome-

oriented integrated offerings of digital & analytics, IoT

WoRKS™, cloud native services and cybersecurity and GRC

services to drive business outcomes and enable enterprise

digitalization.

ABOUT THE SPONSOR: DRYiCE by HCL TECHNOLOGIES

ABOUT IRPA AI

A I

Founded in 2013, the Institute for Robotic Process

Automation and Artificial Intelligence (IRPA AI) is an

independent professional association and knowledge

forum for the buyers, sellers, influencers, and analysts of

robotic process automation, cognitive computing, and

artificial intelligence.

Our global network and advisory services offer leading-edge

market intelligence, industry research, sourcing assistance,

and events, as well as offering opportunities to learn and

network with stakeholders across service industry functions.

To learn more, please visit www.irpanetwork.com

Mode 3 strategy is ecosystem-driven, creating innovative IP

partnerships to build products and platforms business.

HCL leverages its global network of integrated co-innovation

labs and global delivery capabilities to provide holistic

multi-service delivery in key industry verticals including

financial services, manufacturing, telecommunications,

media, publishing, entertainment, retail and CPG, life sciences

and healthcare, oil and gas, energy and utilities, travel,

transportation and logistics, and government. With 119,040

professionals from diverse nationalities, HCL focuses on

creating real value for customers by taking ‘Relationships

Beyond the Contract’.

For more information, please visit www.hcltech.com

http://www.irpanetwork.com

http://www.hcltech.com

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